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October 30, 2006
Customer Service?
So, as many of you know, this week is open enrollment at S.U. I managed to make the changes I wanted without a hitch, until I got to the life insurance page. Now, I have yet to become the cantankerous old Latina in urgent need of life insurance, but I thought it might be nice to take advantage of this particular benefit just in case, you know? After all, I want the girls to be well cared for in the event I croak unexpectedly...ahem...I mean go to a better place.
So, I as tried to enroll, the main page kept popping up for me to sign in, and I did (again, and again, and again). After the fifth time, I figured I might call for some assistance, since the number was there with the tag “if you need help, blah, blah, blah…” So I did. Was the woman in the H.R. office helpful? Nope. Here's what she told me "you must be doing something wrong. You have to go in the order the pages come up, NOT just the one you want! And, since the information you are sending is private, I can't help you". Now, I'm not suggesting that she should know the mysteries of the MySlice page, because everyone knows how quirky the technology is around here. But, I do think that if you are going to offer assistance you should be able to give it (or be able to refer the customer to someone who can), and I also think that those offering assistance should not assume that persons calling for help don’t know what they’re doing, or that they can’t read. After all, it’s not like the coverage is free.
Posted by dvaldesd at October 30, 2006 04:42 PM